Responsibilities:

Individual collectors may do all or some of these functions, depending on the particular work group for the assignment:

• Provide routine servicing to borrowers as assigned management staff, including:
  • The collection of past due payments, by either incoming calls or outgoing calls that are either made using the auto-dialing system or dialed manually.
  • Answering questions related to appropriate loan program, and performing related follow up activities to ensure good customer service.
  • Performing assigned skip trace activities to locate the borrower, including using tools in a secure and appropriate manner.
  • Processing returned mail in a manner that meets federal requirements.
  • Completing any reports in a timely manner.
• Handle incoming or outgoing phone calls.
• Regular attendance and timeliness is essential.
• Identify problem accounts and refer to appropriate department.
• Identify appropriate use of federally mandated borrower options, including deferment, alternative repayment options and forbearance.
• Identify potential and/or denied claims.
• Assist management as needed and perform other duties as assigned.
• May require working an alternate schedule, such as evening hours.
• Evening Specialist schedule hours are Monday – Thursday 10:15pm-7:15pm / Friday 8:00am-5:00pm

Requirements:

• High School Diploma, General Education Degree (GED), or equivalent required
• Associate degree from an accredited institution preferred

• Basic mathematic and PC skills
• Ability to shift quickly and accurately between various tasks
• Good customer service philosophy and attitude
• Ability to meet and manage customer expectations in a professional and timely manner
• Ability to complete assigned tasks with minimal supervision
• Careful attention to detail and thoroughness in completing work tasks
• Ability to use relevant information and individual judgment to determine whether processes comply with federal regulations and requirements